Desk.com has helped our company improve their experience with our product!
July 28, 2017

Desk.com has helped our company improve their experience with our product!

Michael Kim | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Desk.com

Desk.com is being used by our user loyalty team to keep track of all communications between that team and all of our usability testing panelists, applicants, and our company's customers. It addresses a big business problem in automatically tracking analytics, allowing only one person to work on a case (email) at a time, and helps us quickly and accurately address any issues people are having with our product.
  • Desk.com automatically tracks analytics on all cases coming in and going out.
  • Desk.com helps prevent multiple people from working on the same case. However, it does allow us to assign the case to someone else if we feel that person is more qualified to address the case.
  • Desk.com has very few bugs or server issues that we've seen. This helps prevent any delays in communicating with our customers.
  • It has a little bit of lag sometimes, especially when we're working on a lot of cases at once. It could be smoother in that aspect.
  • It has definitely had a positive impact by helping our team quickly address issues people are having with our product.
  • Desk.com has helped our team and company get better by addressing customer and tester issues faster, and tracking data so that our team can improve the quality and speed of all of our outgoing communications.
Desk.com's performance analytics are great, and it's easy to adjust user permissions. It only covered the email channel for us, as we did not use other communication channels through Desk.com. Boomeranging emails to come back later is easy to do.
I was the fastest on my team in terms of completing cases, while still maintaining the highest quality of communications on the team. I really enjoyed the workflow on Desk.com because I opened up 20 cases at once, and worked through one at a time until I finished with those cases. Working through cases in order of the time they came in helped us to not only meet our response time goals, but we definitely exceeded our goals.
Desk.com helped us to filter out spam or unrelated data fairly well because we could label those cases as "Spam" and keep it out of our data. We monitored the data daily and reviewed the team's stats weekly to see if we needed to address any issues with an individual team member.
Desk.com helped with automatic visualization of data, and we were able to adjust certain things to tinker with the data we wanted to analyze. It integrates well with other data sources, but we wanted to keep all emails within Desk to make it easiest to analyze data.
Desk.com is well suited for teams that need to deal with lots of ingoing and outgoing communications. It would be less appropriate for extremely small teams, or for customer service teams that do not need to deal with high volume communications.